For example, with only one question, you can get anyone to rate at any time with a single click of a link (e.g. in an email). As soon as you have more than one question, customers have to visit a form with multiple fields and click a submit button.
This may not sound like a big deal, but it is. Also, having a single, easy to understand number helps us engrain the NPS in everything we do. Everyone on our team knows our NPS. Our experts even have their own NPS. They can recite each others' most recent scores. It's not easy to get an obscure metric like NPS engrained into everything like that.
That said, I do particularly like the question about repeat custom. We can measure it from our data, but intent to repeat sounds interesting.
HubSpot's CHI is a great metric too.
Similarly, when we talk about NPS to SaaS founders, they seem less interested (for good reasons I imagine). But NPS still does seem quite universal.
We're very excited to have recently launched Promoter.io (www.promoter.io), a platform built specifically to help companies not only measure and track their NPS, but drive more valuable/actionable insights out of the data and open-ended feedback. We also heavily streamline the process of customer engagement post-survey.
We don't allow customers to change (or "break") the survey. Standard single question with an open-ended follow-up about the score.
One important aspect to keep in mind about Net Promoter is that you're attempting to identify what is causing the most loyal customers to feel that strongly about your brand, and who WOULD (not just who is) recommend/refer your brand. Once you know who would you can directly engage those Promoters to drive referral business you might otherwise never see. It's there.
